To test the user experience of the actual design and this redesign, I conducted 3 rounds of usability studies with a few people that own pets and consider traveling with them. I asked them to perform a few predefined tasks on the current website, then on a high-fidelity prototype I created and then again after iterating.
Findings from the 1st usability study helped us understand the main problems of the Turkish Airlines website when it comes to traveling with pets.
The 2nd usability study results showed improvement as users felt much more confident when learning about Pet Travel and booking tickets, although there were some things that I still needed to iterate on ( in most cases people who travel with pets travel for a longer period of time so it is important for them to know how big/small their baggage can be).
The 3rd study seemed to work great.
Red is the information about the current website. Green is about the redesign.
- Find the information about how to book a pet ticket
- Find the information about what you need to prepare for the flight
- Find out how much it is to travel with a 15 kg dog
- Check how many kg you are allowed to take with
- From the home screen, find flights that are available for pet travel, add a 15 kg dog to your flight
Usability study: findings
Round 1 findings (original website)
Users got lost in the information found on the website, they saw a lot of text and it was very hard to read.
Users had no idea how to go about booking a ticket for their pet, what dates were still available and how much it was.
Users didn't know how much baggage / carry on they could have, they needed to spend extra time to find out.